Technical Support Specialist

hace 2 semanas

Medellín, Antioquia, Colombia Hatch A tiempo completo

Requisition ID: 92879

Job Category: Information Technology

Location: Medellin, Antioquia, Colombia

At Hatch, we are dedicated to creating a better world through impactful change. With over 65 years of experience in mining, energy, and infrastructure, our 10,000 professionals across 150 countries are committed to enhancing the industries we serve. We provide practical, safe, innovative, and sustainable solutions, thinking globally while acting locally.

As part of our Shared Services division, which includes Finance, Marketing, Communications, Human Resources, Commercial, Legal, and Facilities, we empower the business to achieve its objectives through robust technical capabilities. Our team ensures the effective delivery of services through our skilled personnel, methodologies, and systems.

We are currently seeking a proficient Technical Support Specialist to enhance our team in Medellín.

Key Responsibilities:

  • Deliver technical assistance to end-users in local and remote offices, addressing issues related to PCs, telephones, mobile devices, network equipment, and other IT services;
  • Handle service requests and incidents from customers and users through various communication channels;
  • Prioritize and manage service support requests in accordance with established service level targets;
  • Escalate complex or unresolved issues to the appropriate support level;
  • Coordinate the setup and dismantling of corporate events;
  • Monitor and update the service delivery system for assigned tickets and locations/projects;
  • Deploy images and software to computers both locally and remotely;
  • Prepare and provide support documentation, including procedural guides and user training as necessary;
  • Manage the breakdown, relocation, and setup of workstations for user relocations, site remodels, and new installations;
  • Adhere to departmental and organizational information security policies and procedures;
  • Perform additional related duties as required;
  • Strive for excellence in customer service aligned with company values;

Qualifications:

  • College diploma or degree with experience in desktop/technical support within a Microsoft Windows network environment.
  • Ability to support HP laptops/desktops, peripherals, and multi-function printers.
  • Familiarity with engineering software such as Autodesk, ESRI, and Bentley products is advantageous but not mandatory;
  • Knowledge of standard Service Desk software and remote user support;
  • Proficient in Microsoft products, including MS Office 365, Teams, SharePoint, and OneDrive;
  • Experience with application support for Adobe Acrobat, Bluebeam, and other applications;
  • In-depth knowledge of Windows Active Directory User and Computer Administration; MS Intune, SCCM, Microsoft Exchange, and 365 Admin;
  • Experience managing Events, Live Meetings, Webinars, and corporate events using MS Teams, WebEx, or Zoom;
  • Exposure to IT Service Management systems such as Zendesk, ServiceNow, Remedy, or Jira;
  • Strong analytical, problem-solving, and troubleshooting abilities;
  • Ability to work effectively in a team environment and independently as needed;
  • A+, Network +, Security +, or MCP certifications are considered an asset;
  • Strong customer service orientation;
  • Proficient in English, both oral and written;
  • Minimum two years of relevant experience in a similar corporate service desk technical support role;
  • All candidates must have legal authorization to work without employer sponsorship and the ability to travel if necessary;

Why Choose Hatch?

  • Collaborate with talented individuals to make a meaningful impact.
  • Engage in exciting projects that foster innovative solutions.
  • Recognized as a top employer.

What We Offer:

  • Long-term career development opportunities.
  • A global perspective with local execution.

At Hatch, we are committed to building a diverse and inclusive workplace that promotes innovation. We encourage all interested candidates to apply, even if their experiences do not perfectly match the qualifications listed.

We strive to create a workforce that reflects the diversity of the communities we serve. Hatch is an Equal Opportunity Employer and considers applicants without regard to age, race, color, national origin, citizenship, religion, creed, gender, sexual orientation, marital status, disability, veteran status, or any other protected status. If you have any accommodation requirements, please inform us, and we will do our best to meet your needs in accordance with applicable local legislation.

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